Customer Experience Manager in California

We are looking for a dynamic and entrepreneurial Customer Support Manager to establish and lead our customer support call center from the ground up. If you have previous experience working in a startup environment, thrive in fast-paced settings, and enjoy building processes from scratch, this role is for you. As part of a rapidly growing team, you will define procedures, implement support tools, and develop key metrics to ensure a seamless and exceptional customer experience.

Key Responsibilities:

• Team Leadership: Recruit, train, and manage a small but rapidly growing customer support team. Foster a startup mindset where agility and innovation are key.
• Build Processes from Scratch: Design and establish scalable support workflows, escalation protocols, and scripts suited for a startup environment where speed...

JOB DESCRIPTION:

We are seeking an experienced Customer Experience Manager to join our team.  The ideal candidate has proven experience in customer service management.  This role will report to the Executive Director of DTC and will work closely with colleagues in the digital, marketing, operations, and production departments and across the organization to drive and achieve customer retention goals.

Requirements

RESPONSIBILITIES:

• Own CX team workflows and operations including CX platform and CX communications across all channels.
• Create and manage reporting structure, set cadence, and identify actionable insights.  Monitor performance, analyze data, and recommend improvements to maximize efficiency and customer satisfaction, including but not limited to warranty, shipping, customer behavior, and returns and exchanges.
• Ensure optimization and success of all established and new...